Lean Service Operations Management for Teams and Their Managers

Module One

Managing a Team

Understand the unique “systemic” team dynamics of services.

Understand the role of a high performing team leader / manager, how to align your team's performance with the organisation's goals and objectives, including remote working teams.

Analyse the impact of your leadership style and how to cultivate the right norms and behaviours for your team and organisation.

Develop strategies to deal with difficult people and situations inside and outside your team.

Learn how to motivate and set goals to achieve high performance for yourself and your team.

Learn how to enable your team with the insights and information necessary to self manage their workload demands and the capacity, utilising work-management tools and technologies.

Understand the role of the team and team leader in optimising the performance of end-to-end business processes.

Learn how to develop daily, weekly & monthly management routines to communicate effectively with your team, peers and other managers using data as evidence.

Module Two

Managing Inter-Team Dynamics

Understand the unique “systemic” inter-team & inter-functional dynamics of services.

Learn how both team and inter-team (the service chain) management are necessary in Service and Knowledge Work Organisations.

Understand Teaming, Relational Coordination & how to collaborate and coordinate across team, functional and organisational boundaries.

Understand the importance of psychological safety in creating a safe, learning and adaptive environment for your team and colleagues.

Learn how to optimise and sustain team performance by balancing inter-team workload demand and inter-team capacity using work management tools and technologies.

Understand the dynamics of team development and how to build trust amongst the team.

Learn skills and strategies to address team problems.

Learn key team inter-personal skills.

Module Three

Lean Operations Management

Understand the different “systemic” dynamics of complex services as against the “cause and effect” world of “complicated organisations”.

Learn how the Team SIPOCs are the DNA or building blocks of services and how to align, manage and improve their performance.

Learn how to apply the BMC & ABEC frameworks to understand, align/design and improve organisational performance.

Understand the principles and tools of Systems Thinking and how to apply them to understanding and improving organisational performance.

Understand how the principles & tools of Lean Operations Management apply to services and how to capture, reduce and eliminate wasted effort and resources.

Learn how to develop value stream maps, hold improvement workshops, build priority improvement decision matrices, apply the A3 structured improvement framework to embed the habits of continuous improvement (CI) into day-to-day operations.

Learn how to sustain operational control and continuous improvement over time.